Technology

A New Era of Field Service in a Connected World

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Customer service is evolving as customers are increasingly connected to each other, to their devices and to more products than ever before. Join us and learn how organizations of all sizes and across all industries are using Service Cloud to deliver in-context service everywhere, supercharge agent productivity and provide smarter support in today's hyper-connected world. Hear from VAX on how they are driving smarter customer conversations, adopting an omni-channel approach and turning their Call Centre into a Profit Centre. Come see how to create and execute a vision for customer service to meet and exceed the needs of your customers.
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  • 1. A New Era of Field Service in a Connected World Connect to Your Customers in a Whole New Way ​ Chet Chauhan ​ VP Product Management, Service Cloud cchauhan@salesforce.com ​ In/chetchauhan
  • 2. Forward Looking Statement ​ Safe harbor statement under the Private Securities Litigation Reform Act of 1995: ​ This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. ​ The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. ​ Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
  • 3. 16 Years of Disruption & Technology Shifts
  • 4. All Markets Are Being Disrupted Telcomms & Media Manufacturing & CSG Financial Services Healthcare & Life Sciences High Tech Any Industry 1:Many 1:1 Products Services Generic Personalized Reactive Preventative On-Premise Cloud Business First Customer First
  • 5. IoT Data Science Social Mobile Cloud LAN/WAN Client Server The Age of the Customer ​ Everything and everyone is connected Billions connected things of customer interactions TrillionsMillionsThousands Mainframe SNA Terminal
  • 6. “Customerexperiencehas overtakenpriceandproduct asthekeybranddifferentiator.” #1 The Future is All About Customer Experience Source: Customers 2020 Report Price Product Customer Experience
  • 7. The Connected World has Changed Customer Expectations Connected products by 2020 75B
  • 8. Field Service Was Not Built for the Connected World Your company Your customers Disconnected from: Systems Customers Employees Connected Faster Smarter Personalized Demand service that is: 52% Source: Salesforce Service Excellence Survey 2016
  • 9. Customers Are Expecting a Connected Service Experience From Phone to Field Mobile Community Social EmailApps On-site Source: Salesforce Service Excellence Survey 2016 of executives believe they need to adapt their service models in order to keep up with customers’ needs 92%
  • 10. www.stanleyhealthcare.com Support 17,000+ hospitals and senior living communities worldwide Empower healthcare professionals with solutions to advance quality of care Leveraging Lightning Console to put tools and analytics at agents’ fingertips Delivering fast, precise support through connected products
  • 11. Stanley HealthcareVIDEO
  • 12. 54% Field Service Management is Challenging Siloed teams and processes Poor resource allocation Disconnected from CRM of companies are using manual methods to handle field service Lack of mobile support Current systems are inefficient and costly Source: Salesforce Service Excellence Survey 2016
  • 13. Extend the Connected Customer Experience into the Field Faster time-to-value Easy to integrate Flexible & scalable Mobile enabled Modernize your field service solution to deliver a complete service experience Customer Success Platform
  • 14. Connect your Entire Workforce Empower agents, dispatchers, and mobile employees to deliver end-to-end support Schedule Jobs and Work Intelligently Automate scheduling based on essential criteria to optimize on-site service and turn data into action Streamline Mobility in the Field Receive information and share job updates anytime, anywhere from any device 54% of companies are using manual methods to handle field service Field Service in a Connected World Source: Salesforce Service Excellence Survey 2016
  • 15. Streamline Operations Across the Entire Service Chain Service Agent Dispatcher Field TechnicianCustomer Faster PersonalizedSmarterConnected Connect customers, agents, dispatchers, and service technicians on a single platform
  • 16. Karen Hendrickx Lead Solution Engineer, Service Cloud DEMO
  • 17. Connect Your Entire Workforce on One Platform Single view of the customer Omni-channel engagement Intelligent productivity, scheduling, and dispatching tools Power a connected experience across the customer experience lifecycle Increase employee productivity
  • 18. Anticipate needs Spot service trends Increase CSAT Automatically assign appointments to the right technician based on skills, location, or availability Visibility into key metrics and real-time insight to make smarter decisions View business and service operational data from multiple systems in one place Schedule Jobs and Work Intelligently ​ Get smarter about your customers and your field service operations
  • 19. Streamline Mobility in the Field Access to critical information and resources anytime, anywhere via any mobile device 360 degree customer view Real-time job status updates Access to knowledgebase and community Instantly connect to experts 65% of executives say field services agents still print out their service tickets and bring them to customer sites
  • 20. Learn About Salesforce Field Service Lightning Get more insight into Field Service Lightning See Field Service Lightning in Action Learn field service management best practices Experience So Much More! Field Service Webinar
 21st June Visit servicecloud.com See demos in our Product Showcase
 Customer Success Expo Speak with your Account Executive
  • 21. thank y u
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